M C.

What happened to Gilt's customer service? Wish I'd read some of the recent reviews before purchasing a vintage Chanel handbag. The item was listed as non-refundable but I received something that was misrepresented on their website. Critical details about the handbag's strap were omitted and the description provided was misleading to say the least. A Chanel store rep confirmed that the chain was not common and should not be described as a "classic Chanel chain shoulder strap". The unusual nature of the strap was not detailed anywhere and it was not obvious in the pictures.

I attempted to resolve this both over the phone and over email. Every interaction was punctuated by a common attitude: they simply DID NOT CARE. In addition to completely ignoring the details of my complaint (it's like they never actually read the emails), there was a plain lack of interest in accountability - an absolute refusal to acknowledge that they do make mistakes every once in a while and when they do, the ethical thing to do would be to try and rectify it somehow. They couldn't even explain why they couldn't/wouldn't take the item back and simply parroted the fact that it was listed as non-refundable. The manager I spoke with was a one-line automaton, "sorry you feel that way" or absolute silence to my questions. They didn't even offer store credit. This attitude is incomprehensible and disappointing doesn't even begin to cover it.

I have become weary of Gilt's credibility and their borderline unethical attitude. I will take my luxury goods shopping elsewhere until they figure out what kind of merchant they'd like to be.